Emotional exhaustion, stress, employee absenteeism and turnover – is
the mass production model prevalent among New Zealand contact centres
harming the agents they employ and damaging the profitability of the
companies they work for?
And is the reliance on metrics which technology has enabled – average
handling time, average time it takes to answer a call – contributing to
worse, not better, customer service?
These are questions central to academic research carried out by
TrustPower Human Resource Manager Karen Boyte, who set out to determine
if the mass of overseas research about contact centres was being heeded